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The Customer is Already Smart… And Getting Smarter Twenty First Century Communications Utility Client Meeting Memphis, TN May 4, 2011 Todd W. Arnold Managing.

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Presentation on theme: "The Customer is Already Smart… And Getting Smarter Twenty First Century Communications Utility Client Meeting Memphis, TN May 4, 2011 Todd W. Arnold Managing."— Presentation transcript:

1 The Customer is Already Smart… And Getting Smarter Twenty First Century Communications Utility Client Meeting Memphis, TN May 4, 2011 Todd W. Arnold Managing Principal Copyright Smart Customer Insights, LLC All rights reserved.

2 2 Copyright Smart Customer Insights, LLC All rights reserved. “There’s something happening here What it is ain’t exactly clear” 70’s 80’s 90’s 00’s 10’s

3 3 Copyright Smart Customer Insights, LLC All rights reserved. There’s Something Happening Here….. Disruptive Technology Innovation More Frequent Source: NY Times

4 Copyright Smart Customer Insights, LLC All rights reserved. 4 There’s Something Happening Here….. Adoption Cycles Shorter Source: Econsultancy

5 5 Copyright Smart Customer Insights, LLC All rights reserved. There’s Something Happening Here….. Adoption Cycles Shorter – Payment Methods * Projected Source: TowerGroup Projections and First Data, The Risks & Opportunities in a Mobile Commerce Economy 2008

6 6 Copyright Smart Customer Insights, LLC All rights reserved. Source: Pew Research Center’s Internet & American Life Porject, August 9-September 13, 2010 Tracking Survey There’s Something Happening Here….. Connectivity – It’s Not Just for Young People Anymore

7 7 Copyright Smart Customer Insights, LLC All rights reserved. Source: Pew Research Center’s Internet & American Life Porject, Generations 2010, Decamber 16, 2010 There’s Something Happening Here….. eActivity – It’s Not Just for Young People Anymore

8 8 Copyright Smart Customer Insights, LLC All rights reserved. There’s Something Happening Here….. Ubiquitous New Platforms Appear Quickly Source: Facebook

9 9 Copyright Smart Customer Insights, LLC All rights reserved. There’s Something Happening Here….. Ubiquitous New Platforms Appear Quickly 100 million iPhones < 4 years 15 million iPads sold in 9 months 350,000 apps available in less than 3 years More than 10 billion apps sold

10 10 Copyright Smart Customer Insights, LLC All rights reserved. There’s Something Happening Here….. From AMI to Energy Internet --- Overnight!!!

11 11 Copyright Smart Customer Insights, LLC All rights reserved. Ubiquitous digital technology requires you to transform your customer experience in order to meet customer expectations

12 12 Copyright Smart Customer Insights, LLC All rights reserved. Channels & Technology Internet Smart phone Mobile Apps Social Twitter Facebook Smart Meter Smart Appliances Customer Expectations Affordable Reliable Convenient Clean Safe Back-of-Mind 12 Don’t Start with Technology Means to an End It’s About the Customer – Not the Technology

13 13 Copyright Smart Customer Insights, LLC All rights reserved. Start With The Customer Pain Points Billing Accuracy Appointments Monthly Mystery Bill Payment Posting Budget Billing Credit Deposits Establishing Service Third Party Agencies Gas Trouble No Context for CCF

14 14 Copyright Smart Customer Insights, LLC All rights reserved. It’s About Eliminating Customer Pain Points Paperless Billing & Online Payments Case Study Before Enrollment – 24 hour wait period eBill program did not follow residents to new service location 30 day wait period to view electronic bill Accumulate bill images on monthly basis 24 hour wait period to pay After Instant enrollment eBill flag now follows customer to new service location Immediately view bill upon enrollment Immediately provide historical to Nov 08 Immediately pay bill

15 15 Copyright Smart Customer Insights, LLC All rights reserved. 15 Copyright Smart Customer Insights, LLC All rights reserved. It’s About Eliminating Customer Pain Points Paperless Billing & Online Payments Case Study Before Does not provide real-time account balance information Does not address customers in nonpayment situations Does not offer way to contribute to Customer Care Programs No integration with address changes between CRM and e-bill app After Provides real time account balances for customers Provides customized messages based on customer status Can make contributions toward Customer Care Programs Update address across applications

16 16 Copyright Smart Customer Insights, LLC All rights reserved. The Always Connected, Always On Customer Changing Expectations for Utilities On-Line Services Remote Order Pre-Pay Social Easy to use Mobile Convenient Security Flawless Execution Real-time Easy to use Mobile Convenient Options Flawless Execution Real-time Easy to use Mobile Convenient Security Flawless Execution Real-time Rewards/Recog nition Easy to use Mobile Convenient Price Info Cost Savings Options Navigation

17 17 Copyright Smart Customer Insights, LLC All rights reserved. Customer Service Capabilities Migration Simple Inquiries Basic Transactions Complex Solutions Batch Near-Real Time Real Time Data Barren Master Data Mgt. Data Generating Phone/IVR/ Web Ubiquitous Devices Online Services Actions Latency Data Channels

18 18 Copyright Smart Customer Insights, LLC All rights reserved. Platform Transformation Required Always Connected, Always On Customers’ expectations… will require new customer service systems and capabilities Process rigor – Six Sigma Customer relationship management Master data management Customer contact platform Proactive communication – dynamic customer interaction Easy to use Convenient Security Flawless execution Real-time Options Mobile

19 19 Copyright Smart Customer Insights, LLC All rights reserved. Vision of 2016 smart customer experience. Vision of 2016 customer service platform. Think Big! Not Big Bang! Pilots for learning requirements to scale Focused, modular building blocks of defined scope where success can be readily seen. Build value propositions Engage stakeholders Start Smart Transform the Platform Smart starts that fit into platform that provides a seamless customer experience. Architecture Data governance Customer access strategy Products & services Customer Experience Transformation Model

20 20 Copyright Smart Customer Insights, LLC All rights reserved. Todd Arnold Thank You


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